Adrián S. Wilkinson
Summary
Dedicated professional prepared to bring extensive expertise and results-oriented approach to any role. Known for effectively managing tasks and supporting organizational goals through collaborative efforts and adaptive strategies. Recognized for excellent communication and analytical skills, ensuring seamless operations and consistent outcomes.
Overview
6
6
years of professional experience
Work History
CX Tech Specialist
MURAL
06.2024 - Current
- Lead technical support and integrations, including advanced SSO and SCIM configurations, IP whitelisting, and domain management, while managing a comprehensive knowledge base to streamline internal and customer-facing technical queries.
- Partner with sales and product teams to ensure smooth customer onboarding, address complex technical inquiries, and optimize product configurations in line with customer policies and scalability needs.
- Identify, reproduce, and escalate bugs to enhance product quality and reliability, ensuring timely resolution and continuous improvement.
Customer Support Specialist
MURAL
03.2023 - Current
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Streamlined support processes for increased efficiency and reduced response times.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
Gaming Customer Service Support Specialist
5CA
09.2018 - 02.2022
- Worked closely with CCP Seniors to maintain optimum levels of communication to complete projects.
- Prevented potential conflicts by proactively identifying opportunities for improvement within the support department''s operations.
- Assisted customers in navigating online resources effectively, increasing their self-sufficiency when dealing with future inquiries.
- Mentored new team members, providing guidance on best practices for customer service excellence.
Education
Bachelor Degree in Modern Languages - Foreign Languages, Literatures, And Linguistics
Universidad Metropolitana
06.2016
Bachelor of Civil And Structural Engineering - Civil Engineering
University of Sheffield
07.2010
High School Diploma -
Britain College
07.2007
Graduate -
Collegio Valle Abierto
2006
Skills
- Expert Problem Solving
- Customer Relations
- Root Cause Analysis
Languages
English, Spanish
Native language
French
Upper intermediate
B2
Japanese
Elementary
A2
German
Beginner
A1
Timeline
CX Tech Specialist
MURAL
06.2024 - Current
Customer Support Specialist
MURAL
03.2023 - Current
Gaming Customer Service Support Specialist
5CA
09.2018 - 02.2022
Bachelor of Civil And Structural Engineering - Civil Engineering
University of Sheffield
High School Diploma -
Britain College
Graduate -
Collegio Valle Abierto
Bachelor Degree in Modern Languages - Foreign Languages, Literatures, And Linguistics
Universidad Metropolitana
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